Introduction
This is a guide which will answer frequently asked questions about contract transactions and debt.
Multiple Contracts
Does the club member have multiple contracts? Debt could be on an ended contract.
- Using the drop-down box in Contract, you can select the individual contracts and see the balance on the top left-hand corner.
- If this club member is a parent and has children with contracts, the debt could be on the children accounts.
- Depending on the configuration of your system, settlements/payments may carry over to other contracts on the same user. With Family contracts, if a debt is on the child, it will only stay on the child.
Check the date filter on contract transactions
Check to see if the date filter is displaying all of the transactions within the date range you want to display on screen.
Tracking where payments go.
Check which transactions the payment is paying by selecting the information icon next to the payment.
In most situations, this is a 1:1 match, however there may be reasons why a payment could be split over multiple transactions.
Manual transaction/payment for a set amount, could cover multiple charge transactions.
Contract went on freeze after payment was made, causing the payment to be applied to future transactions as the original charge is now deleted.
Contract transactions also have the information icon, which will track which payments are used to pay for this transaction.
Failed payments from recurring payments.
Club member has failed their recurring e-payment, depending on payment provider the reason the payment was rejected could appear in one or more of the following:
- On the rejection contract transaction charge.
- On the club member profile, in Data->Notes tab as a new note.
- On the club member profile, in Data->Changes tab as a new change log.
- If Automation centre is used, on Data->Communications tab as a sent notification, however you must have the rejection reason on the notification.
Freezes
Using the incorrect freeze may cause balances issues.
In this example, the club member has an upfront/paid in full contract where the first payment is done on sign up date and no additional payments are needed.
When the club member froze their contract, additional charges appeared on the contract as pro-rata. This is due to the incorrect freeze type being selected.
When selecting freeze types, in most configurations the following rules apply:
Direct Debit / Recurring contract freezes:
A freeze type with ‘Moves contract end dates and commitment dates’ needs to be selected. If the freeze type has the option ’Moves contract recurring payment date’ in it, then this may cause some of the balance issues.
For Upfront/Paid in full contracts:
A freeze type with ‘Moves contract recurring payment date’ as well as ‘Moves contract and commitment date’ need to be selected when creating the freeze.
If one of these are missing, this will affect how the freeze operates both with transactions and commitment dates.
For more information on this, see the guides for Freeze Types.
To fix up a freeze issue, delete the freeze and select a new freeze. Each time you do this, the contract will recalculate.
Upfront Contracts – Additional charges appear after end date.
In some situations, upfront/paid in full contracts generate an additional charge if both the minimum commitment period and end date is extended.
When extending these contracts, only change the end date. Do not extend the minimum commitment period.
To remove the extra charge and minimum commitment date, Press Edit on the contract then delete the date in ‘End of commitment date’. This will generate the date from the payment plan setting.
In the payment plan set up for upfront/paid in full contracts, the following settings must be used so that the upfront/paid in full contract can generate properly.